--- title: "Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Freshservice the right IT Service solution for you? Explore 795 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/132997/Freshservice/reviews/" page_type: "reviews" language: "en" --- Freshservice 4.6 (795) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated August 26th, 2026 # Reviews of Freshservice Ease of use 4.6 Customer Service 4.5 ## Pros and Cons in Reviews AD Akshay D IT ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 6-12 months. “Freshservice offers a clean UI, powerful ticketing system, automation workflows, asset management, and strong integration support.“ June 10, 2026 AC Ariel C Technical Support AnalystEducation Management, 51 - 200 employeesUsed the software for: More than 2 years. “The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that maybe we have not focused that well on this feature.“ March 12, 2026 AD Akshay D IT ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 6-12 months. “It helps streamline IT support processes, improves team collaboration, and provides detailed reporting for tracking SLA compliance and service performance.“ June 10, 2026 DV David V Customer Supoort ManagerInformation Services, 11 - 50 employeesUsed the software for: 1-2 years. “The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher tiers, that's an issue that may me improved“ March 12, 2026 AD Akshay D IT ManagerInformation Technology and Services, 201 - 500 employeesUsed the software for: 6-12 months. “It helps streamline support operations, improve response times, and maintain service quality through SLA management and reporting. While there are some limitations around advanced customization and reporting, the platform is reliable, easy to use, and well-suited for organizations looking to improve their IT service delivery processes.“ June 10, 2026 WS Wilben S Cloud EngineerFinancial Services, 51 - 200 employeesUsed the software for: 1-2 years. “Additionally, for me, it lacks some functionalities like the SLA reset timer, because I tend to breach the SLA, especially when the ticket is only forwarded.“ May 26, 2026 Praphul Kumar P Tech lead sr System AdminInsurance, 5,001 - 10,000 employeesUsed the software for: More than 2 years. “It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for improvement, especially around advanced features and stability, it remains a reliable and powerful ITSM solution.“ March 17, 2026 HP Hardik P Sr. Software EngineerInformation Services, 201 - 500 employeesUsed the software for: 6-12 months. “The built-in dashboards cover the basics fine, but if you want something more custom, it gets a bit fiddly and you often end up pulling the data out to work with it elsewhere.“ July 7, 2026 ## Showing most helpful reviews Showing 1-25 of 795 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Hana Ř. Leader of inventory Accounting Used the software for: Less than 6 months ### "Simple IT service tool that works well for teams" May 16, 2026 4.0 My overall experience with Freshservice has been positive. It is a reliable tool for handling support requests and basic IT service management. It helps teams stay organized and respond faster to issues. However, it may not be the best option for very advanced or highly customized setups. Pros What I like most about Freshservice is that it is easy to use and well organized. It helps manage IT tickets and requests in a clear way, so nothing gets lost. The interface is simple and easy to understand, even for new users. Cons What I like least is that some advanced features are only available in higher-priced plans. It can also feel a bit limited for very complex workflows or large companies. Switched from [Trello](https://www.capterra.com/p/211559/Trello/) I switched from basic email support and a simple help desk tool like Zendesk, and also from tracking requests in spreadsheets. Review Source Erin F. Analyst Hospital & Health Care Used the software for: Less than 6 months ### "Good, but better options exist " September 1, 2026 4.0 Used with complex epic workflows and ticketing. Good for a large healthcare IT organization. I was onboarded to this from EasyVista Pros Strong ticket managing system- able to handle all ticketing related items in one intuitive location. Cons Less features than ServiceNow. Limited reporting features- unable to execute highly customized reports Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice Cost, cheaper than the other alternatives Switched from [EV Service Manager](https://www.capterra.com/p/124331/EasyVista/) Merger required switch to new ticketing system Review Source Jason F. Service Desk Manager Construction Used the software for: 2+ years ### "Great for a first bike, but you'll grow out of it." May 29, 2026 3.0 It's an excellent tool if you're looking for low maintenance/hassle with an ITIL-aligned ITSM tool. But the moment you want to become a power user and start customizing and evolving the tool to meet your specific needs, you either need to be prepared for disappointment or evaluate something more powerful. Pros The turnkey nature of Freshservice is highly desirable for teams and organizations that can't justify spending either a lot of time or payroll on a full/part-time developer. The low to no code environment allows for you to immediate spin up modules and begin processing incidents, requests, etc. The built-in analytics tools allow you to create customized dashboards and reporting for strategic planning on operational metrics. Cons As with any turnkey SaaS product its greatest strengths are also the product's greatest weakness. Want to take Fresh's framework and tweak it a bit to meet your needs? Nope. Do you want to customize components of a module entirely operating within the expected limitations of an ITIL product? Negative. Have a feature request? You can submit to the backlog but it might be years before a version of it becomes a reality. Review Source SK Swaroop K. Senior Systems Administrator Pharmaceuticals Used the software for: 1-2 years ### "Easy-to-Use ITSM Solution with Powerful Automation" July 13, 2026 5.0 Our overall experience with Freshservice has been very positive. It provides a user-friendly interface that makes ticket management straightforward for both agents and end users. The automation and workflow capabilities have helped reduce manual tasks and improve response times, while the asset management features keep IT resources well organized. Customer support has been helpful whenever needed, and the platform offers good value for money with the features included. Overall, Freshservice has helped improve the efficiency of our IT service management processes. Pros Freshservice is easy to use, and the interface is clean and intuitive. The ticket management system helps keep support requests organized, while the automation and workflow features reduce manual effort and improve response times. The asset management module makes it easy to track IT assets in one place, and the reporting features help improve overall efficiency. Their customer support has been responsive whenever we've needed assistance, and overall the platform offers good value for money considering the features it provides. Cons Overall, it's a solid platform. Some advanced customization options can take a little time to understand, and a few reports require additional configuration to get the exact information needed. Other than that, it has worked well for our team's day-to-day IT service management. Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) We switched from ManageEngine because we wanted a more modern and user-friendly IT service management platform. Freshservice offered a cleaner interface, better workflow automation, and an easier ticket management experience. It also simplified asset management and reporting, making it easier for our team to improve overall efficiency. Review Source DD Divyarajsinh D. Software Engineer Information Technology and Services Used the software for: 2+ years ### "No more chasing customers on calls, ticket first, clarity always" August 3, 2026 5.0 This tool basically fixed our biggest communication problem. Earlier, "he said, she said" was a real issue, a customer would claim they approved something over a call that never actually happened, or say they sent details we never received. Now everything is documented from the start. If someone wants a bug fixed or a new requirement added, it has to go through a ticket, which means there's a clear trail, who asked for what, when, and what our response was. It's cut down miscommunication a lot and made my day-to-day work far less chaotic. Pros Before this tool, my day was a mess. I'd get bug reports, new requirements, and error reports through calls, emails, WhatsApp, whatever channel the customer felt like using that day. Half the time there was no proper approval on record, and when I'd try to follow up, the customer's number would be busy or they just wouldn't respond to email. So work would get stuck in limbo, not confirmed, not rejected, just floating. After we started using this tool, everything changed. Now the rule is simple: raise a ticket first, and we'll check and respond with everything clearly mentioned there. No more chasing people on calls. Everything the customer needs, approval, requirement, bug detail, goes into the ticket, and that becomes our single source of truth. Cons Getting some customers into the habit of raising a ticket instead of just calling took a little convincing at first, old habits die hard. Also, the generative AI suggestions are still a bit generic when the issue is technical; I usually end up rewriting the response myself for anything beyond a routine query. Review Source FS Fenny S. React JS Developer Information Services Used the software for: 2+ years ### "Ticket first policy " August 1, 2026 5.0 Long-term use is really the test of whether a tool holds up, and this one has. What stands out most is how it ended the back and forth we used to have with customers over what was approved and what wasn't. Earlier someone could say they approved something on a call that never happened, or claim they sent an email we never got. Now it's all on the ticket, dated and documented. My day to day is calmer because of it, I know where every request stands without having to chase anyone down. Pros I've used this for a good while now, long enough to have seen it handle a lot. Before, my inbox and phone were basically chaos — bug reports, new requirements, error logs, all coming in through calls and emails, and customers would rarely give a proper approval. I'd try calling back and the line was busy, or an email would just sit unanswered for days. Once we moved everything to ticket-first, that whole problem disappeared. Now it's simple — raise a ticket, we check it, and everything gets mentioned clearly on record. I honestly don't miss the old way of working at all. Cons Took some of our older customers a while to get used to raising a ticket instead of just calling, that adjustment wasn't instant. I've also noticed the AI-based reply suggestions are still hit or miss for technical stuff, I end up rewriting most of it myself when the issue isn't a routine one. Review Source BM Bheru M. Software Engineer Information Technology and Services Used the software for: 2+ years ### "Finally, an ITSM tool that doesn't slow engineers down" July 30, 2026 5.0 Before this, our internal request process was scattered across email and Slack, which meant things got lost or forgotten more than I'd like to admit. Since switching, I actually trust that a ticket I file will get tracked and followed up on, and I'm not stuck chasing status updates manually. It fits into a dev's day-to-day better than I expected, quick to file requests, quick to get notified when something needs my attention, and the knowledge base has cut down on the same repeat questions landing in my queue. Not perfect, but it's made the operational side of my job noticeably less annoying. Pros As an engineer, I'm not a fan of anything that slows down my actual work, and this doesn't. Ticket tracking is clean enough that I can log a request, access, environment reset, whatever, and get back to coding without babysitting it. The real-time alerts are the real win though. When something breaks in prod, I know within seconds, not after someone pings me on Slack asking why I haven't looked at it yet. Macros have also cut down a ton of repetitive typing for the requests that come in looking identical every week. Cons The generative AI features are still a bit rough for anything technical. I've tried using it to draft responses to more detailed engineering questions, and it tends to oversimplify or miss context, so I end up rewriting most of it anyway, fine for routine stuff, not something I'd trust blind. Task splitting across teams could also be a little more flexible; when a ticket touches both backend and frontend, assigning ownership clearly sometimes takes an extra step or two. Review Source SN Sagar N. Sr.Software Engineer Information Services Used the software for: 2+ years ### "Made our workflow actually feel like a workflow" July 30, 2026 5.0 We brought this on to replace a patchwork of spreadsheets and email chains, and it's genuinely made our process less chaotic. Setup was quick, the interface doesn't feel cluttered, and my team actually uses it consistently instead of falling back on old habits, which honestly is the real test. There's room to polish a few edges, but it's done what we needed it to do and then some. I'd recommend it to anyone tired of duct-taping their workflow together with five different tools. Pros Honestly, the thing that won me over was how fast I could get set up. I didn't need a huge onboarding call or a manual, I just started clicking around and it made sense. The workflow automation piece has saved my team a good chunk of time every week, especially on the repetitive stuff we used to do by hand. Customer support has also been solid whenever I've had a question; I got real answers from real people, not a canned script. Cons If I'm being picky, the mobile experience isn't quite as smooth as the desktop version. A couple of features feel like they were bolted on for phones rather than designed for them from the start. Also took me a bit of trial and error to figure out the more advanced filtering options, could use a couple more examples in the help docs. Review Source KS Khushali S. Sr. Software Engineer Information Technology and Services Used the software for: 2+ years ### "Solid Ticket Tool" July 27, 2026 5.0 I've been using this for about 3 years now after dealing with a clunky legacy system. Overall, it’s been a massive upgrade for us. Ticket management is smoother, internal communication is cleaner, and customer support has been responsive whenever we had questions during the initial rollout. Definitely worth looking into if you want to streamline IT operations without overcomplicating things. Pros As a software engineer who has relied on this tool for the last 3 years, I can say setting it up didn't take weeks like our old system. The ticket queue is super clean, and our team actually likes using it because the interface isn't cluttered. Automation for routine requests saves us hours every week. Cons Some of the deeper reporting customization options take a while to figure out. Also, mobile notifications can be a bit spotty if you're on the go. Review Source EG Ekta G. SEO Executive Information Services Used the software for: 1-2 years ### "A powerful, game-changing helpdesk that streamlined our entire workflow" July 24, 2026 5.0 Switching over to Freshservice has been a massive upgrade for our daily IT operations. It brings everything - from asset management to customer support, into one clean, easy-to-use workspace. Our team actually enjoys using it, and the return on investment in terms of sheer efficiency has been well worth it. Pros The ticket management and automation features are absolute lifesavers. Setting up routing rules and automated workflows took very little time compared to our old system, which drastically cut down our first-response times. Cons Honestly, the initial setup and customization options can feel a bit overwhelming. There are so many modules and configurations that it took our team a couple of weeks to fully wrap our heads around everything. Review Source MI Marika I. Service Desk Lead Maritime Used the software for: 2+ years ### "My honest review for Fresh service " May 15, 2026 4.0 My overall experience with Freshservice has been very positive, although there are still areas that could be improved. One enhancement that would be very helpful is more flexible and user-friendly reporting, especially for tracking updated or worked-on tickets. For example, having an easier way to generate reports showing all tickets an agent has touched within a weekly or monthly period would greatly improve operational visibility and performance tracking. Currently, this option seems limited or not easily accessible within Analytics. Pros One of the features I really love in Freshservice is the execution scenarios that can be manually configured to help automate tasks and make ticket handling much faster and more efficient. I also appreciate the new AI capabilities, especially the AI-generated email responses, which help improve response time, consistency, and overall productivity for Service Desk operations. Cons One area I would like to see improved in Freshservice is the Knowledge Base functionality. It would be beneficial to have more category and classification options to better organize KB articles, especially for larger environments with multiple support groups and services. Additionally, adding more customization and formatting features would help make KB articles more visually appealing, engaging, and easier for end users to follow. Switched from [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) We transitioned from ServiceNow to Freshservice approximately four years ago as part of our effort to improve and modernize our IT Service Management operations. Since the transition, Freshservice has provided a more user-friendly and intuitive platform for both agents and end users, helping streamline ticket management, service requests, and overall support operations. The platform has also continued to evolve over the years, especially with the addition of AI-driven features and automation capabilities that help improve efficiency, response times, and user experience across the Service Desk. Review Source RB Rajneesh B. Senior ITSM Consultant Information Technology and Services Used the software for: 1-2 years ### "Freshservice: Powerful ITSM Made Simple and Intuitive" May 17, 2026 5.0 The overall experience coming from the legacy ITSM solution, we admire the centralised configuration such as Business rules, Workflows. They are easy to understand by Service Delivery Lead, useful when an existing workflow needs changing/update. Freshservice is easy to setup and fairly easy to use by Agents, requesters. The bundle service catalog offering is much used and appreciated. Freshservice newer Journey is very much liked by IT and business teams. Overall, Freshservice keeps adding new features, they had a recent newer feature rolled out in May 2026, which has added much value to the IT Service delivery. We admire that they keep innovating Freshservice not only for IT, but for Business teams as well. Pros Freshservice always innovate their ITSM core solution offering. Their Freddy AI offering is helping agents in analysing the long jumbled queries/issues reported by requesters. The out-of-box capabilities of Frshservice such as Orchestration, workflows are much loved by everyone, they are easy to understand and make use of. Not only the IT team, but Business teams such as ‘People & Culture’, ‘Payroll’ adore the workflows. Making an agent group restricted is much loved by ‘Finance’, ‘Payroll’, ‘People & Culture’, as the restricted feature ensures tickets from these departments are only visible to the selected teams. Cons Nothing at all. Freshservice has a robust roadmap, they take non-attended features in the product future roadmap and do update their clients when the feature is rolled out. Nothing to dislike about Freshservice Switched from [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) ManageEngine ServiceDesk Plus is not easy to configure, such as for each and every requirement, we had to write scripts. Freshservice on the other hand offers intuitive workflow plus the options ot use API for complex requirement Review Source EG Erin G. Director of IT Religious Institutions Used the software for: 2+ years ### "A Solid All-in-One Platform with Room to Grow" May 20, 2026 4.0 Overall, our experience with Freshservice has been positive. Compared to other ticketing platforms we’ve used in the past, Freshservice has been much more open to customer feedback and willing to improve the platform over time. While some issues and feature requests move slowly, we have seen progress and responsiveness from their team. The biggest value for us has been the flexibility of the ticketing system, the reporting capabilities, and the ability to centralize multiple operational functions into one platform. We’re also excited about the future AI integrations and how those may continue improving workflows and efficiency moving forward. Pros Freshservice does a great job bringing many tools into one platform. The ticketing system is by far the strongest aspect of the product and has been flexible enough for us to customize around our environment and workflows. Reporting has also been a standout feature, allowing us to create meaningful dashboards and track data effectively. We also appreciate having asset management, onboarding journeys, project management, and automation tools all in one place rather than managing multiple systems. The ability to brand the platform to match our organization has been a nice touch as well. Cons Because Freshservice offers so many modules and features, we’ve experienced a fair amount of bugs and slower development timelines for improvements and fixes. Some features feel more polished than others. The project management module, while helpful to have included, can feel clunky and less intuitive compared to dedicated project management tools. We’ve also experienced issues with integrations and workflows, including Slack form auto-fill problems, limited SLA dashboard widgets, and bugs within the onboarding journey process that have slowed adoption. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) It didn't scale properly and they weren't able to adapt to our needs Review Source TR Tushar R. Support Team Lead Information Services Used the software for: 2+ years ### "Well-structured platform for managing IT support teams efficiently" March 30, 2026 5.0 Overall, the experience has been steady and reliable. It has improved how we manage incoming requests and distribute work across the team. From a management point of view, it gives better control over SLAs and performance tracking. Once the system is properly configured, it supports daily operations without much friction and helps maintain consistency in support delivery. Pros From a team lead perspective, Freshservice helps keep support operations organized and predictable. The ticket flow is clear, and it’s easy to track who is handling what. Features like SLA tracking and automation reduce follow-ups and help the team stay aligned. It also gives good visibility into workloads, which makes it easier to manage the team during peak hours. Cons Initial setup and fine-tuning workflows can take some time, especially when aligning with existing processes. Reporting is useful, but more flexibility in customization would help for deeper analysis. Also, cost can be a factor when scaling the team. Alternatives considered [ServiceNow](https://www.capterra.com/p/254088/ServiceNow/) Reason for choosing Freshservice We evaluated ServiceNow, but Freshservice felt easier to adopt for our team. The interface is simpler, and setup required less effort compared to other tools. It fit better with our current workflow and was quicker to implement. Review Source KB Kenny B. VP, IT Food & Beverages Used the software for: 2+ years ### "Fresh Service has changed the way we service our restaurants" March 12, 2026 5.0 It has been phenomenal. It has changed the way we do service management within our organization 100%. We can now better manage problems, requests, inventory, and change management which were tough initially. Pros How intuitive and easy it is to navigate and use for both our tech team and end users. We have also been able to stand up our HR service needs within the platform. Cons That there is a cost associated with Freddy AI. Initially it was part of the platform when we purchased. Switched from [SERVICE MANAGER](https://www.capterra.com/p/89085/SERVICE-MANAGER/) the platform was out of date, unsupported, and broke daily. Review Source MG Mat G. IT Support Administrator Marketing and Advertising Used the software for: 1-2 years ### "Robust Toolbox, if you're skilled and have the time for said tools." March 16, 2026 5.0 More often than not, FreshService CAN do what you are looking to get done, it just takes a lot of time for it to be configured to do so. If you have a solid team that enjoys building systems out, this will work well. If you're looking for something that's going to operate smoothly and effortlessly within a week or two of starting, there are better workflow-automation services. We save a ton compared to using Okta, BetterCloud or other middle-ware by using FreshService and a 365 Azure Runbook environment. The savings DO equate, and helps us avoid middleware costs YoY, but you will need to be dedicated to managing Freshservice. Pros FreshService has a lot of different modules that allow you to setup an environment with API, integrations, and inventory management through their Agent. The Agent can be easily deployed, and their software/contract management module helps keep licenses in order once the automations are built. Cons While it has access to a lot of different resources, it's also a bit clunky at times. The different modules take a bit of time investment. While we've had them for years and had enough lulls in daily work to invest this time, it does take a bit of ane effort to get their SaaS fully functional and working well. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Jira did not have the same functionality and toolset for us at the time, and was clunky for our users to leverage Review Source WA Werner A. IT Support Non-Profit Organization Management Used the software for: 1-2 years ### "Freshservice - a game changer" February 17, 2026 5.0 Overall we are happy with the product and we are exploring the different modules and building it out further as it has so many aspects to it. Pros The Ease of getting it set up and the impact it made on our day to day IT support process - the Knowledge base is also a winner and we love the custom portal. Cons Some of the app integrations are complicated to set up and can be a little janky at times. There are also some finer automation things that take some time to learn. Switched from [Hiver](https://www.capterra.com/p/142975/Hiver/) Was not giving us the needed modules that we need for what we wanted to do. Also we outgrew this application Review Source PB Patan B. Senior System Administrator Research Used the software for: 2+ years ### "Customer Support and Customization" June 1, 2026 5.0 First thing is it is value for money, reports are very useful and we can generate reports automatically in pie chart, graph. asset taggging is available. Pros Freshservice ticketing tool is simple to user and customize when you compare with very familiar ticketing tools like servicenow,manage engine, zoho desk. Also it provides all the features which are provided by other similar competitive tools. Also one thing i noticed is cutomer support, one day i submitted ticket clearly with all my queries immediately one agent recorded video how to implement it step by step and replied me. i followed same steps and issue was resolved. Cons At the moment it satisified all my needs with single license no add-ons required to access other modules. Switched from [ManageEngine Endpoint Central](https://www.capterra.com/p/170018/ManageEngine-Desktop-Central/) Cost efficiency and customization and no add-on's required. Review Source HP Hardik P. Sr. Software Engineer Information Services Used the software for: 6-12 months ### "Simple, dependable helpdesk ticketing with solid automation" July 7, 2026 4.0 On the whole, it's been a dependable tool for handling helpdesk requests. Tickets move through the system smoothly, automation takes a lot of the repetitive work off the team's plate, and new agents pick it up fast. It's not without rough edges - reporting flexibility and mobile features could definitely be better - but for day-to-day ticket management it gets the job done well and hasn't given us major headaches. Pros The biggest plus for us has been how simple it is to manage day-to-day support tickets without a messy learning curve. The interface is clean, so agents can jump in and start working tickets without needing weeks of training. Automation has been a real time-saver too - auto-assigning tickets, sending reminders, escalating anything that's overdue, all without someone having to babysit it manually. The knowledge base feature has also cut down on repetitive tickets since users can often find answers themselves before raising a request. Whenever we've needed help, support has been quick to respond and actually useful, not just scripted replies. Cons Reporting is probably the weakest part. The built-in dashboards cover the basics fine, but if you want something more custom, it gets a bit fiddly and you often end up pulling the data out to work with it elsewhere. The mobile app is another area that needs work - some ticket actions that are easy on desktop just aren't there on mobile yet, which slows things down when you're away from your laptop. Pricing structure can also be a little confusing at first since it's not always obvious what's bundled into each plan. Review Source AS Akanksha S. Sr. React JS Developer Information Technology and Services Used the software for: 2+ years ### "Reliable Service Desk" July 29, 2026 5.0 We've had a positive experience using Freshservice for our IT service management needs. It has helped us improve response times, organize support requests, and keep better visibility of our assets and service processes. The platform is reliable, easy to use, and has reduced a lot of the manual effort involved in managing IT operations. Customer support has also been responsive whenever we've needed assistance. Overall, it has been a valuable addition to our IT environment. Pros Freshservice has made it much easier for our IT team to manage day-to-day support requests. The interface is clean, tickets are easy to track, and the automation features save a lot of manual work. We also found the asset management and approval workflows helpful for keeping everything organized. The setup was straightforward, and our team adapted to it quickly. Cons There are a few advanced features that take some time to understand, especially during the initial setup. Some customizations could be more flexible, but once everything is configured properly, it works well for daily operations. Review Source SS Suyati S. Software Developer Information Technology and Services Used the software for: 1-2 years ### "Reliable Platform That Keeps Our Support Team Organized" July 14, 2026 5.0 Overall, I've had a good experience with Freshservice. It has helped our team stay organized while managing developer tickets, incidents, and customer requests. I particularly like having everything in one place because it's much easier to keep track of updates and priorities. Whenever we needed help, the support team responded promptly. It's been a reliable solution for our team, and I'd definitely recommend it to businesses looking for an easy-to-use IT service management platform. Pros I've been using Freshservice for handling developer tickets and customer requests, and it's made our daily work much easier. The ticket tracking is simple, assigning tasks is straightforward, and the automation helps us save a lot of time. I also like how clean and easy the interface is, so even new team members can get used to it quickly. Cons The initial setup took a little time, especially while configuring workflows based on our internal process. Once everything was in place, though, it worked really well. Review Source BV Brad V. Professional Services Consultant Information Technology and Services Used the software for: 1-2 years ### "I would recommend Freshservice" May 15, 2026 5.0 My overall experience has been very positive. I've configured other ITSM platforms and have found them much more confusing and complicated. Pros The software is easy to use and implement. For my part as implementor it was easy to learn and am happy to have it in my knowledge base. Cons The field number limitations. Often time as an example I need more than 10 paragraph fields in a Service Item. It would be nice to not have to be concerned about field limits. Review Source DF Deste F. IT HelpDesk Health, Wellness and Fitness Used the software for: 2+ years ### "Efficient and User-Friendly ITSM Tool with Strong Automation Capabilities" March 29, 2026 4.0 Overall, Freshservice is a reliable and efficient ITSM platform that streamlines service desk operations and improves team collaboration. It strikes a good balance between usability and functionality, making it suitable for both mid-sized and large organizations. While there are minor drawbacks in reporting and support responsiveness, the platform delivers consistent performance and automation benefits that save time and improve service quality. Pros Freshservice offers strong value for money with a rich feature set that supports ITSM processes end-to-end. The interface is intuitive, making it easy for teams to adopt quickly without heavy training. Automation capabilities significantly improve efficiency by reducing manual tasks, especially in ticket routing and SLA management. Collaboration tools, such as shared ownership and internal notes, enhance team productivity. Integration with Microsoft and other tools is smooth, enabling centralized workflows and better visibility across systems. Cons Customer support can sometimes be slow or inconsistent when handling complex issues. Certain advanced configurations, especially in automation and workflows, are not very user-friendly and may require trial and error. Reporting and analytics, while useful, feel somewhat limited and lack deeper customization. Occasional bugs and UI glitches can disrupt workflows. Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value. Review Source HY Hemant Y. Software Engineer Information Technology and Services Used the software for: 6-12 months ### "Solid ITSM tool that made our helpdesk a lot less chaotic" July 26, 2026 5.0 I started here about 7 months ago and had to switch over from a completely different legacy tool I was used to using previously. Overall, it’s been a massive upgrade. Ticket management is smoother, internal communication is cleaner, and customer support has been responsive whenever we had questions during the rollout. Definitely worth looking into if you want to streamline IT operations without overcomplicating things. Pros I only joined this company about 7 months ago, and getting up to speed on this was surprisingly fast compared to the other tool we used at my last job. The ticket queue is super clean, and the team actually likes using it because the interface isn't cluttered. Automation for routine requests saves us hours every week. Cons Some of the deeper reporting customization options take a while to figure out. Also, mobile notifications can be a bit spotty if you're on the go. Review Source PP Priyanka P. Software Developer Information Services Used the software for: 6-12 months ### "A Solid First Year, No Complaints Worth Mentioning" July 22, 2026 5.0 It's been a smooth first year overall. Nothing's fallen through the cracks, requests move at a decent pace, and I've never had to wonder where something stands - it's all right there. The customization limits are a minor sore spot, but they haven't gotten in the way of things running well day to day. A year of steady use has been enough to convince me it's a keeper. Pros One year in, and what's impressed me most is how little time I spend figuring things out versus actually getting work done. Tickets land where they should, updates come through without me having to go looking for them, and the whole flow feels intentional rather than something bolted together. Compared to the manual mess we had before, it's been a genuinely welcome change Cons Customization is where it falls a bit short for me. There are specific ways I'd like certain requests structured, and more often than not I end up adjusting to whatever the default setup allows rather than the platform adjusting to what I actually need. It's workable, just not as tailored as I'd hoped. Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.